Cloud Support Engineer (Night Shift)

Overview

Cloud Support Engineer (Night Shift) to provide technical guidance and expert advice to Snowflake customers using the Snowflake AI Data Cloud. You’ll handle escalations, investigate issues with internal tools, and feed product feedback to product/engineering teams.

What you'll do

• Drive technical solutions for complex customer and partner problems via email, web, and phone.
• Adhere to response and resolution SLAs and follow escalation processes for fast issue resolution.
• Investigate and resolve issues using the Snowflake environment, connectors, third-party software, and internal tools.
• Analyze and tune query performance and recommend improvements.
• Document known solutions in internal and external knowledge bases.
• Report bugs and feature requests from customer submissions.
• Provide support coverage during holidays and weekends based on business needs.

What you'll need

• 2+ years of experience in technical support or a similar technical, customer-facing role.
• Bachelor's or Master's degree in Computer Science or a related discipline, or equivalent practical experience.
• Excellent written and verbal communication skills in English with strong attention to detail.
• Hands-on experience with at least one major RDBMS.
• Strong SQL skills, including data types, aggregations, and analytical/window functions.
• Working knowledge of query lifecycle, query profiles, and execution plans for performance troubleshooting.
• Experience querying and transforming semi-structured data formats such as JSON and XML.

Details

• Location: Pune, India.
• Night shift starting at 10:00 PM IST, with on-call rotations during nights, weekends, and holidays based on business needs.